2013

What Do Consumers Value Most In Retail Banking, and How Are Banks Delivering?

MaritzCX

As I described here recently, banks can get big financial rewards for even modest improvements in customer experience (CX).

Loyalty Programs Don’t Drive Loyalty; Customer Experience Does

Customer Input

Recent studies show loyalty programs are not effective at creating customer loyalty, but customer experience improvements are. Articles Customer input Journal Featured Customer Experience Loyalty Loyalty Programs

Trending Sources

Why do customers want to keep coming back?

Service Untitled

There’s only one chance to make a great first impression; that very moment you turn a customer off when something goes awry is the same moment the competition tries to reel him in with a more attractive offer and a lot of new promises.

Customer service: could your reputation go up in smoke?

Very Best Service

Customer service reputation One critical aspect of good customer service management is to be well aware of all the smoke signals sent by customer though all available channels including social media.

Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

More Trending

Quality and Consistency Wins Business and Drives Revenues

CX Chronicle

I like pizza. I think I’m among a majority of people who do. And, pizza I would say is as much a commodity as coffee—although people certainly have their preferences and favorites for sure. While I’m not here to debate the nutritional merits of pizza, I will admit that I have this craving I must satisfy every couple of weeks. Therefore, pizza has been a regular element of my diet. I don’t share this very readily or very often with my nutritionist.

B2B 25

How Bold Leaders Stay One Step Ahead of Customers

Aveus

You’re doing the right things. You’ve chosen your target customers wisely and found a set of needs you can solve for them better than anyone else can. People and teams across your organization are doing their best to make daily decisions that meet or exceed the requirements your customers value most.

14 Facts About Customer Experience

Annie Tsai

I love this infographic – simply said, delivering on customer experience delivers on long term growth. Customer Experience

The Good Stuff on Customer Success you should be Reading

Amity

Customer support and customer service have been around for decades. These were the necessary evils of the traditional sector – the old-model reactive break/fix cost center – to resolve problems resulting from breaks and service interruptions.

5 Tips for Hiring a Great Customer Support Team

Customer support is the most important job in your company, so it pays to hire right

Listening Matters

MaritzCX

Simply satisfying customers with what you perceive to be their needs isn't enough anymore. 60%-80% of customers who claim to be "satisfied" still abandon a business relationship. Employee turnover averages 20%-50% a year for U.S. businesses, which takes a toll on financial performance as well as productivity. Yet there are companies who continue to grow a loyal customer base, and who steadily grow their profitability. The difference is listening to the voice of your customers and employees

The Widening Gulf of Customer Experience

Customer Input

With the increasing popularity of the term customer experience also comes confusion on its definition, giving the advantage to organizations that understand and have a genuine commitment it to further differentiate themselves from those who don’t.

Is customer service more about loyalty or preventing frustration?

Service Untitled

So here we are in the midst of football season, and wherever I sit to watch a game, invariably the question comes up as to whether offense or defense is more important?

Customer service culture

Very Best Service

Customer service culture Establishing the right customer service culture is a vital part of any customer service policy and a pre-requisite for delivering the best service possible.

The Ten Commandments of Customer Service

This cheat sheet covers ten fundamentals of customer service to help your business excel.

Customer Experience Is More Important Than Advertising [Infographic]

Win the Customer

Only 4% of customers trust advertising the most for service information, so can your good customer experience to help seal the deal with customers? Customer Experience Customer Service Infographic Advertising infographic

PSIM ROI: The Hidden ROI of better security

Customer Interactions

When a company invests in a solution such as PSIM the obvious reason is to improve security. But when’s the last time you heard “improved security” mentioned as a source of ROI? Yet, the potential ROI from security improvements can far outweigh any operational cost savings from PSIM.

ROI 19

Good Agent, Bad Policy

Pretium Solutions

Today we are pleased to feature a post by guest blogger Sarah Simon. Sarah shares a recent personal experience to demonstrate how important it is for companies to take a good hard look at their policies and procedures through the lens of the customer experience. Some great tips, and a great read!

I Can’t See the Forest—the Trees are in the Way

CX Chronicle

As a Bank of America (B of A) customer over the last 15 plus years, [and having arrived here more as the result of acquisition than by choice] I have been a loyal customer in the sense that I have stayed and have not migrated to another banking institution.

B2C 21

What Makes a Successful Voice of the Customer Program

Learn how to build, maintain, and sustain an effective results-driven VoC program.

Why Map an Ideal Customer Experience?

Aveus

Like the old cliché “If you don’t know where you are going, how will you know if you get there?” there is a benefit for everyone in your organization to have a clear, unclouded vision of the point on the horizon to which you are aiming. In the cliché the risk is overshooting the target.

Paying Attention to the People with Kate Nasser

Andrew Maher

Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company. It is for this reason I was excited to have her on this episode of the CX404. As much […] Kate Nasser has a speciality she loves to talk about: how the quality of the people, their training, their coaching can make the world of difference to the customer service you can offer as a company.

The 3 Things Every Prospect Wants to Hear

Amity

Prospects invest a great deal of time researching the right solution. For some, it’s easier because they’ve got a hot tip on a must-have service – and if that’s your service then you’ve been working really hard at customer success!

One Question that Leads to Misguided Customer Experience Management

MaritzCX

The last time I checked, the reason we do customer experience research is to understand how a company delivers a great experience to its customers. We also want to understand what can be done to improve that experience, creating stronger customer relationships and in turn, stronger business performance. Recently, my colleague Randy Brandt, published a. View Article

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience

Authenticity: Lesson in Exceptional Service from a Small Coffee Shop

Customer Input

A small coffee shop provides an example of one of the most important principles in delivering truly great and unique service: authenticity. Blog Customer input Journal Featured Customer Experience Customer Service Employee Engagement

Recruiting talented employees to enhance customer service

Service Untitled

Happy employees make for motivated people who want to deliver the best customer service they can to assist consumers and clients.

Treat your customers like Royalty

Very Best Service

Treat your customers like Royalty Should you treat all your customers like Royalty? We have written previously about whether to offer a standard customer service to all or tailor it to individual customers or group of customers.

3 Reasons Customer Service Management Software is More Critical Today

Win the Customer

Customer service management software and CRM focuses on providing more efficient ways to unify business activities to carry out more effective customer service actions contributing to a better service experience.

5 Things You Can Do to Make Your Customer Experience Stickier

Tactics for Boosting Engagement and Brand Affinity.

PSIM ROI: Achieving operational savings

Customer Interactions

There are those who say that security systems, specifically PSIM solutions, don’t provide true ROI, but are simply a cost of doing business. Personally, I believe that PSIM solutions are a great vehicle for security management, which save expenses and prevent unnecessary costs. In this two-part blog (for part two click here), I’ll explore two types of ROI value that PSIM systems deliver.

ROI 19

Has Your NPS Fallen & Can’t Get Up? Try Sharpening Your Axe

Pretium Solutions

We can debate the merits of Net Promoter System (NPS) and whether it is the most effective and accurate measure of customer loyalty , but for many in-house and outsourced call centers, NPS has been selected as the customer loyalty metric, and that’s just the way it is.

The Case FOR Customer Experience as a Business Strategy

CX Chronicle

Being a Customer Experience (CX) professional and having studied and practiced the art and the science of this wonderful CX discipline for over nine years now, (all within one organization) I pause to reflect on what the net result is of all the hard and dedicated work that we CX professionals have accomplished thus far and what we are yet to accomplish.

CEM 16

Touchpoint Measurement 101: Part III

Touchpoint Dashboard

Touchpoint Measurement Challenges As we’ve outlined in Part I and Part II of our Touchpoint Measurement 101 series, a formal, ongoing and consistent touchpoint measurement system forms the backbone of any successful customer experience management program. But let’s face it. Touchpoint measurement is not the easiest thing in the world to do, especially if you […]. Blog Experience Map Journey Map Touchpoint Map

How Does Customer Experience Impact Angry Customers?

Let's look at how the customer experience of an angry customer informs strategy, and how companies can transform frustrated customers into delighted ones.